# Routes Healthcare Burnley

*Operated by Routes Healthcare (North) Limited.*

Routes Healthcare Burnley is a CQC-regulated home-care agency in Burnley.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Good |
| Safe | Good |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Good |

Rating published: 18/07/2023

## Practical info

- Postcode: BB10 1PD
- Local authority: Lancashire
- Region: North West
- City: Burnley
- Last CQC check: 18/Jul/2023 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2023-07-18
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2023-07-18
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2023-07-18

### effective

- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2023-07-18
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2023-07-18
- Finding
  - Supporting people to live healthier lives, access healthcare services and support
  - Published: 2023-07-18
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2023-07-18
- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2023-07-18

### Other

- Finding
  - Evidence: Provider carried out biannual quality reviews, spot checks and audits with action plans to address any shortfalls
  - Published: 2023-07-18
- Finding
  - Evidence: Staff received ongoing training including safeguarding, equality, diversity, infection control and end of life care
  - Published: 2023-07-18
- Finding
  - Evidence: Registered manager promoted open culture; staff comfortable raising concerns and feedback used to drive improvements
  - Published: 2023-07-18
- Finding
  - Evidence: Strong complaint handling with thorough investigations, staff discussions and outcome letters issued
  - Published: 2023-07-18
- Finding
  - Evidence: Robust risk assessment process covering environment, care, medicines and other factors documented in care plans
  - Published: 2023-07-18
- Finding
  - Evidence: Medicines managed safely with staff trained in administration, transcribing and monthly audit of records
  - Published: 2023-07-18
- Finding
  - Evidence: Effective rostering systems minimised risk of late or missed calls, with staff reporting sufficient time between visits
  - Published: 2023-07-18
- Finding
  - Evidence: People consistently reported feeling safe and praised staff as kind, caring and professional
  - Published: 2023-07-18

### responsive

- Finding
  - End of life care and support
  - Published: 2023-07-18
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2023-07-18
- Finding
  - Supporting people to develop and maintain relationships to avoid social isolation
  - Published: 2023-07-18
- Finding
  - Meeting people's communication needs
  - Published: 2023-07-18
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2023-07-18

### safe

- Finding
  - Preventing and controlling infection
  - Published: 2023-07-18
- Finding
  - Using medicines safely
  - Published: 2023-07-18
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-07-18
- Finding
  - Staffing and recruitment
  - Published: 2023-07-18
- Finding
  - Assessing risk, safety monitoring and management; Learning lessons when things go wrong
  - Published: 2023-07-18

### well_led

- Finding
  - Engaging and involving people using the service, the public and staff; Working in partnership with others
  - Published: 2023-07-18
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-07-18
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2023-07-18
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements; Continuous learning and improving care
  - Published: 2023-07-18

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-2980493798

HomeCare Compass is an independent guide and is not affiliated with the CQC.